Teams | Collaboration | Customer Service | Project Management

Keeping support teams motivated is a constant challenge. As ticket queues grow and SLAs slip, even your most engaged agents can start to feel like they're just keeping their heads above water. It's easy for performance to drop and morale to follow. That's where gamification, when done properly, can make a powerful difference. It helps in two key ways. First, it gives agents real-time visibility into the impact of their work, creating a sense of ownership and momentum.

Most sales leaders have the data. The problem is knowing what it means, and when it matters. HubSpot captures everything, from deals created to activities logged. But that information often stays locked behind filters or buried in reports. By the time a manager spots a slowdown in the pipeline or realises forecast confidence is slipping, the moment to act has already passed. This is not just a reporting issue. It is a performance issue.

When businesses consider implementing AI in customer support, the conversation often centers around cost savings, faster resolution times, and improved scalability. These are important benefits, but they only tell half the story. The other half—the more human half—is how these tools actually impact the customer experience. As support professionals, we know that choosing a support solution isn’t just a question of operational efficiency.

At Zendesk Showcase London, Geckoboard CEO Tom Randle sat down with Chris Brogan, VP of Customer and Risk Operations at Token.io, for a fireside chat about how their support team is doing something pretty radical: turning customer data into a strategic asset across the company. What followed was a goldmine of insights into how support dashboards are transforming Token’s operations, culture, and even hiring decisions. Here are 9 lessons from their conversation.

Zendesk recently launched its brand-new Dashboard Builder, and there’s plenty to get excited about. To help you get the most out of it, we asked Zendesk Expert Jude Kriwald to break it all down. In this post, he covers what’s changed, what’s improved, where there might be challenges, and how to successfully migrate your existing dashboards. Zendesk recently launched a new Dashboard Builder in Explore.

As Periculo rapidly grew, they realized critical business data was hidden in the tools they use, out of sight and underutilized. Cory Vollbrecht, Director of Operations, shares how Geckoboard helped them make data visible, actionable, and accessible across the company.

For Chris Brogan, VP of Customer Operations at Token, data isn’t just important, it’s critical. Leading a fully remote team, he relies on real-time insights to keep Customer Support aligned, responsive, and informed. Before implementing Geckoboard, reporting was a challenge. As a small business without a dedicated data owner, Chris was frequently asked for updates on ticket trends and customer satisfaction. Reporting was manual, time-consuming, and often failed to tell a clear story.

Imagine you’re running a business where the phone’s ringing off the hook, emails are piling up, and customers are flooding your chat lines with questions—some urgent, some mundane. It’s a typical day in a contact center, right? Companies pour their hearts into making customer service better because, let’s face it, happy customers are the lifeblood of any business. But here’s the thing: handling a flood of inquiries every single day isn’t easy.

In the fast-evolving B2B SaaS landscape of 2025, customer support has transcended its traditional role—it’s no longer just a necessary service but a strategic powerhouse. With industry trends shifting towards customer-centricity and data-driven decision-making, companies that invest in exceptional customer support gain a competitive advantage. Support teams are now at the forefront of driving customer retention, increasing revenue, and ensuring scalability.

Flowbird, a CRM and software automation agency specializing in HubSpot, Pipedrive, and Make implementations, struggled with inconsistent sales performance and lack of real-time activity visibility. By implementing Geckoboard's TV dashboards, they transformed their sales culture through gamification and real-time metrics, leading to improved activity levels and faster deal progression. Jason Rainbird is the Managing Director at Flowbird.